The player from Austria has opened an account using third party personal information and requested deposit limits. We ended up rejecting the complaint because it was not justified.
Bettilt Casino - Player’s account has been opened with credentials of someone else.
Amount: €2,000
Bettilt Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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3 years ago
Translation
Hello, I asked the casino for a deposit limit of 10, - per day !!! I also searched for this function with the casino several times and only got an email address. I then sent the request via email. I then tried several times and finally made the payment at 2000, - but could not cancel. I opened the account with data from my stepfather and also sent documents. I also told the casino. Help, what should I do !!! I tried to limit the deposit limit, but the casino did not respond to this either, please for your help and mediation to the casino. thank you
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Under whose name the account has been opened? Who’s the owner of the payment method which has been used to deposit funds? Furthermore, please forward all the relevant communication between you and the casino to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela, the account was opened in my name and with my credit card. However, I always had problems with the deposit from the beginning, after which I contacted the live chat to set a deposit limit. Somehow everything did not work completely and after confirming my email address I wrote an email to support to set the deposit limit to 10 per day. After several attempts it worked out, but horror suddenly paid me 2,000.00 !!!! Getting money back afterwards is always associated with at least 1x turnover of the deposit and made the mistake of making a "security turnover". Only the money was gone !!! After contacting me and describing the situation, the casino immediately blocked my account and rejected me very unkindly that I was no longer entitled to the money! I already see a clear violation of responsible gaming and protection for the customer by simply ignoring my deposit limit and not setting it. I will send you the history for the registration deposit limit deposit history. Thank you
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3 years ago
Dear Michael,
Thank you for your reply. Could you please clarify what you have meant by: "I opened the account with data from my stepfather"?
Do I understand it correctly that your withdrawal has been cancelled? What was the reasoning given to you from the casino? Thank you.
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3 years ago
Translation
Hello, I opened an account on my behalf together with my stepson !! I asked the casino via Live Chat for a deposit limit and I also sent it via email for 10, - a day. Nevertheless I was able to authorize the deposit with 2,000. I also didn't look because I only read 156 .... However, it was not a euro value in the ad, but a currency in rubles, as I later learned from Visa. My stepson continued to work on the PC and accidentally released this payment. But then it was 2,000 that I transferred that I absolutely didn't want to. I had Responsible Gaming set, only those who violated it !!! I also filed a complaint against the casino with the police, because they blocked the account the same way I wanted the money back.
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3 years ago
Thank you very much Michael for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Michael,
I'm taking over your complaint. Could you please forward any relevant conversations with the casino to my email address? Has the casino confirmed setting of the €10 deposit limit? Firstly, it is always a bad idea to open a casino account in other people's name. Secondly, if you chose wrong currency and deposited money in the casino without a confirmation from the casino that a deposit limit was set, I can't really penalize the casino for this.
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3 years ago
Translation
Hello, the account was opened in my name only when I was with my stepson. I asked several times in Live Chat to set a deposit limit and this also informed me with an email address to write this. Even after studying the terms, you can read that they are effective immediately when you register !!! In addition, I only selected EUR currency in the basic data and nothing else. Even with the confirmation that came sometime there is absolutely nothing of an amount or other currency, not even in the terms !!!
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3 years ago
Hi Michael,
Thank you for the email, but there is no confirmation that the deposit limit was successfully set. I'm not sure why you kept sending money to the casino account just to test if the limit worked and why you didn't stop before the balance reached €2000. I will contact the casino and see if something can be done but I believe you will have to wager the deposit to make a withdrawal. This is how the casinos fight against money laundering.
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3 years ago
We would like to ask the Bettilt Casino to reply to this complaint. We are extending the timer by 7 days.
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3 years ago
Translation
An advertisement is already being made against this company and this casino is blocked by the gaming authorities !!!!
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3 years ago
Dear Casino Guru,
As previously mentioned the user has made a deposit of of 2000€ via VISA on 28.06.20 at 14:54:12, and placed a bet on the Topcard game in the same amount on 28.06.20 at 14:54:57 (GMT), however, the user lost the respective. After the bet was lost, we received an email to settle a deposit limit with 10€ per day at 17:38 on the 20.06.20, which was then forwarded into the responsible department to settle the daily deposit limit.Please note that the deposit limits have been set in 10 EUR per day right after and no deposit was made until today.We also confirm that the customer uploaded the required documents to validate his account, including a selfie holding his passport.Please note that it was the customer decision to deposit and place the bet of that amount and there is no reason to return any funds.
Best Regards,
Bettilt Team
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3 years ago
Translation
Hello, an advertisement against this casino has already been made to the police, because there has never been an authorization to a dealer "HQF" ?????? made with a business with a currency in Russian rubles of 156,000, - !!!!!!!! And the request for a limit of 10 was made on June 28, 2020 at 2:38 p.m. !!! A confirmation of a payment has been received, which must be falsified, without an amount and incorrectly indicating the identity of the merchant !!!! All evidence is present !!! A fraud case is pending against this company !!!
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3 years ago
Dear Casino Guru,
We have all the data recorded, we have all the details share correctly. You are entitled to your opinion, but that does not make it truth. We understand that this is not the answer that you hope for, but it is the correct one accordingly with the situation. This is our final decision since we will not be intimidated by false accusations.
Best Regards,
Bettilt Team
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3 years ago
Translation
The casino sent wrong information and made the transactions under wrong data! Even since the payment processor is in Russia and the payment is made via Russian server lines, VISA has already classified this procedure as untrustworthy and non-transparent !! The payment confirmations and data were falsified by Bettilt and are now being followed up by the authorities. thank you
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3 years ago
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I can immediately provide the evidence of a payment confirmation from the casino that provides absolutely wrong information and also the mail for the deposit limit that was requested in advance from the chat before the deposit could be made !!!!!!
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3 years ago
Hi Michael,
I asked the casino for more evidence to support its claims. I received quite detailed proof confirming that you deposited your money and played it away before you received a confirmation of the deposit limit being set. You mentioned it was your stepson who deposited the money in the casino. It doesn't sound very probable especially when you stated in the other complaint that your nephew deposited money in another casino. I recommend you to visit a website like this (https://www.spielsucht-therapie.de/) because your complaints indicate there might be a gambling problem involved. Please understand I can't penalize the casino for this. You can't deposit money in a casino, play it quickly away and then ask for a refund blaming your family members. I wish I could be of more help.
Best regards,
Peter
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